11-17-11 Let the Patient Decide How Much You’re Paid
In the Ocala.com article Medicare gives hospitals an incentive to please patients, the author notes how “Munroe Regional Medical Center officials in Ocala said the overhauled health care law could result in about $700,000 annually in lost Medicare revenues or as much in additional incentives, based on how other hospitals nationwide fare.” The Medical Center has about 400 beds, to that’s roughly a $1.4 Million swing for a 400 bed facility (or about $3,500 per bed per year)... Read the Full Post

11-9-11 Have a Lockout Exit Strategy
For anyone who has followed the back and forth in the NBA about the current lockout, you realize that there is a lot of acrimony from the owners and players. Acrimony can generally fuel passion, but it doesn’t fuel positive passion – particularly from the fans. At some point the lockout will end. There’s too much money to be lost... Read the Full Post

11-1-11 Before Getting into Social Media Customer Service, Do This
Why Social Media Customer Service? Because if you’re not in it, you’ll be left behind…no, that’s not credible. Because everybody wants their customer service through Twitter or Facebook…uh…no they don’t. Because in this day and age, all your customers are constantly in Social Media…well, not really. In your personal life, I sure hope you don’t do things for the sake of doing them. You don’t... Read the Full Post

10-27-11 Customer Service Lessons from a Kidney Stone – An E.R. Story
I was an Emergency Room patient recently thanks to a kidney stone. I learned some painful lessons about how I need to modify my diet. I learned some financial lessons about how to avoid the E.R. next time, now that I know how to read kidney stones symptoms. And I learned some customer service lessons from the experience. Let’s focus on customer service. Here are a few lessons learned... Read the Full Post

10-20-11 Why Train to Retain in BRE…
The University of Tennessee has created a course called “Business Retention and Expansion in Tennessee.” While that’s not the most creative course name (kind of like my company, Customer Service Solutions, Inc. isn’t the most creative name…), it clearly indicates what this course addresses – retention and growth of your existing businesses. The course touts statistics such as “79 percent of all new jobs in the state in 2009 resulted from the expansion of existing business and industry.” That stat could apply to... Read the Full Post

10-19-11 Great Service Still Exists
When the customer visited the Oreck store on Hanes Mall Blvd. in Winston-Salem, NC, earlier this month, she needed service on a vacuum. It wasn’t an Oreck. It wasn’t purchased at the store. It was only one month old. The customer brought it to Oreck because the manufacturer said not to ship it back to them for repair – instead the customer should bring it to a local repair center. The customer had driven past the Oreck store before and ... Read the Full Post

10-12-11 7 Tips to Help You Retain More Customers and More $$
Since the road to financial prosperity for any business is paved with your customer’s dollars, the question is how do you gain more dollars? The best way to have those prosperity-paving dollars tomorrow is to retain today’s customers. So here are 7 quick tips to retain and grow your business with existing customers... Read the Full Post

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